If participant is an agent the email is sent back to JIRA and the ticket status changes to waiting

A customer sends an email request and sets a agent to CC. The issue is then assigned to this agent. The agent is now both - an assignee and a request participant. If the agent replies to the Reporter (Customer), the ticket status is changed to Waiting for Support instead of Waiting for Customer.

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Check your automation. I recall I needed/wanted a different behavior than what the default was. I changed such that a simple "Comment" did not result in transition if the status was "Waiting for support" while I did want for "Waiting for customer". This restricts the agent to use "Respond to customer" to transition. Here is what I used...

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...